Phone Number specialist 1
Twilio · Posted Nov 5
Cloud-based customer engagement platform providing APIs for messaging, voice, email, and customer data orchestration
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About the role
Twilio's Product Operations team is part of the Super Network, providing the infrastructure that catalogs, orchestrates, and delivers the world's connectivity. The team runs Twilio's phone number operations globally, helping customers port numbers, procure short codes and Sender IDs, and access the numbers their applications need. This role works directly with customers and carrier partners via email to resolve product and service issues, log and categorize interactions, and keep operations running smoothly.
What you will do
- Provide support to Twilio customers inquiries received by email to ensure customers have an excellent experience with Twilio.
- Assess the nature of product or service issues and resolve basic-to-intermediate level problems.Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.
- Log customer interactions and tag/categorize issues accordingly, Learn new processes across a variety of subject areas and ensure our operations are running smoothly.
- Respond to and action incoming carrier partner notifications.
- Quickly and confidently manage complex issues in a timely manner for customers and internal teams with transparency with all the respect.
Skills used in this role
What the employer is looking for
- Willingness to work flexibly in rotational schedules.
- You have 2-4 years of experience working with global customers in the operations in the customers facing teams, preferably within an eCommerce or Telecommunications organization.
- You have basic technical skills including basic SQL and an understanding of APIs and data analytics.
- You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data.
- You are detail-oriented with great organizational skills and comfortable with ambiguity.
- You have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner.
- You are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust.
- You have good time management and organizational skills and are comfortable working under pressure.
Preferred qualifications
- Hands-on experience in SQL, Looker, Tableau or similar data extraction and data visualization tools.
- Experience & understanding APIs and related technologies.
- Background in telecommunications is desired.
Benefits and support
- Generous time off
- Parental and wellness leave
- Healthcare
- Retirement savings program
About Twilio
Twilio is a cloud communications platform-as-a-service company that allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs. The company also offers customer engagement software and a customer data platform, Twilio Segment, to help businesses personalize interactions at scale. Today, it operates as a key infrastructure provider powering digital communications for brands worldwide.
- Industry
- Cloud Communications
- Company size
- 5000-10000 employees
- Founded
- 2008
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $240M raised
- 2021-07-31Post IPO Debt
- 2018-05-01Post IPO Equity
- 2015-07-31Series E
Leadership
Chief Executive Officer
Chief Financial Officer
Chief Administrative Officer
President, Twilio Segment / Chief Revenue Officer
Chief Marketing Officer
Recent coverage
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